Administrative Secretarial Assistant. Administratief Secretarieel Medewerker

Transcription

1 Administrative Secretarial Assistant Administratief Secretarieel Medewerker BACKGROUND INFORMATION JOB DESCRIPTION PERSON SPECIFICATION BENEFITS INFORMATION 1

2 BACKGROUND INFORMATION Our reason for being Few names of diseases have a profound impact on us as cancer does. Not long ago people in the Netherlands would refer to cancer (in Dutch kanker ) as the k-word. Nowadays much has been changed but cancer still is a terrifying threat to our health and lives. In the Netherlands about 1 out of 2 men, and 1 out of 3 women, will develop cancer sometime in their lifetime if no action is undertaken. The need for prevention The diagnosis cancer is a big blow to patients but also to their families and other loved ones. Even though treatments continue to get better and survival rates improve, cancer and its treatment have a major impact. Aside of the human side of the problem, cancer also is a significant burden to society as the costs of medical treatment continue to rise as the number of cancer patients increases. If no action is undertaken, the economic burden of cancer will be too much for health systems to cope with. Cancer survivors need help More and more people are living longer with, or surviving cancer. But they live in overwhelming fear, anxiety and insecurity about their health. Cancer survivors want to know what they can do to improve the quality of their lives, and prevent getting cancer again. There are many questions, but not many answers. Our commitment For over 20 years WKOF has been working together with the WCRF global network on discovering and understanding how cancer can be prevented by diet and lifestyle. Every day we understand more about how important it is to eat healthier, being more active and maintaining a healthy weight to reduce the risk of getting cancer. We also appreciate the need for research into how diet and lifestyle can affect cancer prognosis so that we can help cancer survivors. It is the purpose of WKOF, together with WCRF international and the WCRF global network of charities, to keep unravelling the links between diet, lifestyle and cancer and empower people all over the world through reliable health information, education and advocacy to take action to lead healthier and happier lives without cancer. Our pioneering work has made a major contribution in focusing attention on the link between cancer and the choices people make about nutrition and lifestyle. For more information visit Stichting Wereld Kanker Onderzoek Fonds is an independent organisation, which acquires its income through various fundraising activities. Without the support of our supporters our work would not be possible. 2

3 Wereld Kanker Onderzoek Fonds is a member of the WCRF Global Network The World Cancer Research Fund global network is an international alliance of organisations dedicated to the prevention and control of cancer through healthy diets and lifestyles. The network comprises World Cancer Research Fund International (WCRF International), an umbrella association based in the UK, and its member organisations - national charities based in different countries. Current members of our network operate in the United States of America, the United Kingdom, the Netherlands and Hong Kong. We believe that greater impact can be achieved when allied organisations work together. The World Cancer Research Fund (WCRF) global network, of which Wereld Kanker Onderzoek Fonds is a part, is dedicated to revolutionizing our understanding of cancer prevention. Together we fight to turn the tide of increasing cancer cases, and we work towards making our vision reality. 3

4 JOB DESCRIPTION Job title: Division: Reports to: Based in: Contract: Hours: Administrative Secretarial Assistant (Administratief Secretarieel Medewerker) Secretariat/Servicedesk Operations Manager Amsterdam 12 months, with prospect of prolongation 37,5 hours per week (FT) General background of the service desk The service desk of Wereld Kanker Onderzoek Fonds is primarily engaged in providing an excellent service (both internally as well as externally). The department manages incoming and outgoing calls and , is responsible for archiving, manages the database, receives visitors, prepares for meetings, controls housekeeping and deals with any other secretarial and/or support activity. Objective of Post The Administrative Secretarial Assistant is responsible for administrative and operational support using a variety of project management-, communication-, and organizational skills. The jobholder deals with correspondence (through different channels), visitors, maintains files and assists during official meetings and events and takes on any other support duty as directed. Answering both internal and external calls promptly and politely in accordance with the organisation s policy, ensuring that accurate and detailed messages are taken and accurately distributed and all queries dealt with professionally and effectively. This is a busy role requiring the individual to be self-sufficient and flexible. The jobholder is an excellent communicator who is well organised and demonstrates the ability to pay close attention to detail. The jobholder will need to be able to work under pressure at times and prioritise workloads to meet tight deadlines. Place in the organisation The Administrative Secretarial Assistant reports directly to the operations manager and director. The service desk receives functional guidance from the operations manager and works closely with other departments of the organisation. Main Duties and Responsibilities 1. Representing Wereld Kanker Onderzoek Fonds Stays up to date and informed about programmes and activities of the organisation proactively. Ensures the department files and archives are correct and up to date. Ensures that correct information is given about the organisation. Ensures that procedures and internal information is reviewed and updated regularly. Result: WKOF is represented in the best possible way. Information and service is provided to the right people in a timely and correct manner. Relations that contact WKOF by and telephone feel informed and potential issues are addressed. 4

5 2. Front desk duties Responsible for a professional and representative work environment. Accurately handles mail, and telephone queries and orders. Deals effectively and professionally with complaints and questions by phone, mail or in accordance with policy and procedures. Takes messages and passes them on to employees/executives. Receives and welcomes visitors. Keeps the meeting room ready for use. Keeps kitchen tidy at all times. Result: Front desk duties are carried out, in such a way that all inbound and outbound communication is handled correctly and visitors are received in a proper way in a tidy environment. 3. Service desk tasks and support Keeps database(-s) up to date and accurate and reports any inaccuracies. Takes care of external correspondence. Supports and or takes part in activities of different departments. Administrative support for the legacy and direct debit campaigns and conducting outgoing call-activities on behalf of the departments. Conducting thank you phone calls to expand contacts and maintain long-time relationships with the objective to identify special relationships. Signals improvements in work processes and procedures. Takes care of administrative duties assigned to the secretariat. Maintains contact with different audiences on behalf of the different departments of WKOF (this can be through telephone, mail, , etc.) Collects and tracks data and reports relevant information. Result: All service desk and support tasks are carried out accurately, timely, professionally and according to procedure. 4. Database Management Processes and manages the bank file and database mutations. Quality assurance of coding in administration. Collects and tracks data and reports relevant information. Processes and presents this in a clear manner for control and coordination to the Operations Manager. Management of database template letters and . Acts as contact person for the supplier that supports the database. Database troubleshooting and technical support. Acts as information desk for colleagues working with the database. Advises management on the improvement of design, workability and the keeping up-to-date of the database. Supervises database conversion. Result: Database is managed, so that stakeholders have access to accurate and upto-date information at any time and the database is complete and up-to-date. 5

6 PERSON SPECIFICATION Knowledge and Skills Minimum MBO thinking and working level. Experience with customer contact by telephone, preferably in a customer service environment. Excellent knowledge of customer care principles. Ability to work on multiple projects at the same time. Experience in using administrative systems and databases. A high standard of verbal communication and the ability to convey information appropriately. Excellent verbal and written communication skills in Dutch. Computer literate, including knowledge of Word, Excel and databases. Ability to work to high standards and under pressure. Excellent organisation and administration skills. Enthusiastic, self-motivated and proactive. Positive can-do attitude. Competence profile Competence Communication skills Formulates ideas and information concise, clear and grammatically correct, in such a way that the message comes across and is understood by the target audience. Customer oriented Anticipating and researching the wants and needs of the customer. To connect and deliver added value. Examples of behaviour Expresses him/herself clear. Can convey a message short and clearly. Uses clear language. Speaks coherent. Listens and lets the other person finish speaking. Speaks clearly and calmly. Retrieves the customer s question and comes up with a suitable solution. Is service oriented and flexible to the customer, listens to his/her wishes, informs about his/her satisfaction and responds appropriately. Makes clear agreements, provides information and takes care of a proper continuation of the service to the customer. Asks open and targeted questions to find out the customer s needs and formulates these questions clear and unambiguous. Is aware of the necessity of customer retention 6

7 Carefulness To pay attention to detail and to pursue the precise handling of affairs. Is focused on details and has an eye for the precise handling of matters in his/her own work. Has a careful and accurate way of working. Monitors the completeness and accuracy of obtained information. Works organized and structured Checks his/her own work for accuracy and completeness. 7

8 BENEFITS INFORMATION Annual leave The WKOF holiday (annual leave) year runs from 1 st January to 31 st December. Annual entitlement for full-time staff (at 37.5 hour week) is in relation to length of service: - Less than 1 year of service at the start of the new year: 25 days - From 1 to 2 years in service at the start of the new year: 26 days - From 3 to 4 years in service at the start of the new year: 28 days - From 5 years' service at the start of the new year: 30 days Pension scheme WKOF has a pension scheme available. The Employer contributes a percentage according to scale and age of the pensionable salary. The Employee contributes 2% of the pensionable salary. Accident insurance We cover all employees for accidents equal to 2 times their annual salary with a maximum of 250,000.- on death and 4 times their annual salary with a maximum of 500,000.- for permanent disability resulting from an accident. Private healthcare We offer a fixed compensation for healthcare of employees of gross per month (@ full time). Travel benefit Any distance travelled over 7km to work is reimbursed to the employee at a rate of 0.19 per km. Business travel insurance All employees travelling for business are covered under WKOF s business travel insurance, which covers cost of illness, accident or death, travel including computer equipment. Core Business Hours The business hours for the secretariat are from 9.00 AM till 5.15 PM when employer of this department must be present. A 45-minute lunch break should be taken. Holiday pay 8% of salary According to social insurance law, the employee has the right to an annual holiday of 8% of their gross annual salary. 8